Continuous Improvement Manager

Job description

More about More More and Tangerine are two fast-growing challenger brands in the telecommunications space. Offering nbn®, mobile and fixed voice products right across Australia. To continue to support our growth, we are looking for our new Data Engineer. Our values of Start with the customer, Simplicity for Speed, Community of Individuals and Collaborate to win underpin everything we do! The opportunity: To lead a dedicated cross functional team responsible for identifying, planning and delivering initiatives focused on removing pain points for customers to improve their experience and reducing manual effort for agents to drive more efficient operations and to support profitable business growth. This role is critical to help our business to uplift the agent and customer experience which will help drive service growth in our base and reduce our cost to connect and serve. Success in this role will be measured by: - Reduction in interactions per SIO - Reduction in repeat service level calls in 7 days - Reduction in call transfers as a percentage of total calls - Reduction in customer complaints - Reduction in customer credits - Increase in the number SIOs per Manila customer facing ag...